Terms & Conditions
Terms & Conditions for this website and all related bookings or purchases:
The following booking conditions together with the general information contained on this website form the basis of your contract with Aoraki Mount Cook Alpine Village Limited (trading as The Hermitage Hotel), and apply to your purchase of any goods or services (including without limitation purchases of accommodation, meals, transportation, tours/trips, activities or packages) via this website. By checking the Terms and Conditions tick box you agree to adhere to these terms and conditions.
We reserve the right to change these booking terms and conditions at any time and without notice. Any future reservations or bookings you make will be made subject to the terms and conditions which apply at the time a booking is made and you are advised to read all terms and conditions carefully on each occasion prior to making a booking.
PAYMENT:
Payment for your booking is required in full at the time of booking. You agree to make payment via a debit to your nominated credit card. The amount debited will be the amount shown in New Zealand Dollars (inclusive of New Zealand Goods and Services Tax at 15%) on the booking page prior to you clicking "Make Payment" on that page and will be charged to your credit card at this amount shown or converted to your local currency by your credit card company. Depending upon the currency of the booking, your credit card's currency and the country in which your card was issued, your credit card provider may impose foreign exchange fees and other fees, in accordance with your arrangements with that credit card provider. We are not responsible for currency conversion or any fees imposed by your credit card provider and any questions relating to such matters should be directed to them.
All guests will be required to provide a credit card at hotel check-in to cover incidental charges. You may also be required to present photo ID on arrival at the hotel.
All credit card payment transactions at the hotel will incur a 2% surcharge.
DISCOUNTS:
The rates listed on The Hermitage website are nett and non-commissionable. No further discounts will apply unless using a Hermitage Promo Code, which will discount the rate prior to payment. If you do have any form of discount voucher other than a Promo Code, please make your booking via phone or email directly with The Hermitage Reservations team to ensure that the correct discount is applied prior to payment. Any applicable discounts will not be refunded or adjusted once a booking is confirmed and payment has been made online.
CHILD AGE POLICY:
- Glacier Explorers – Children 4-14 years inclusive. Due to safety reasons, we cannot take children under 4 years. Please note that we may ask you to provide ID to prove a child’s age at check-in. If you have booked for a child under 4 years you may not be entitled to a refund if the child is refused entry at check-in. If you book a child’s ticket for a person over the age of 14 years you will be required to pay the balance for an adult’s ticket at check-in.
- Big Sky Stargazing - Children 8-14 years inclusive. This activity is not recommended for children under 8 years. Please note that we may ask you to provide ID to prove a child’s age at check-in. If you have booked for a child under 8 years you may not be entitled to a refund if the child is refused entry at check-in. If you book a child’s ticket for a person over the age of 14 years you will be required to pay the balance for an adult’s ticket at check-in.
- Indoor Planetarium - Children 8-14 years inclusive. This activity is not recommended for children under 8 years. Please note that we may ask you to provide ID to prove a child’s age at check-in. If you have booked for a child under 8 years you may not be entitled to a refund if the child is refused entry at check-in. If you book a child’s ticket for a person over the age of 14 years you will be required to pay the balance for an adult’s ticket at check-in.
- Sir Edmund Hillary Alpine Centre – Infants 3 and under receive FREE entry. Children 4-14 years inclusive. Please note that we may ask you to provide ID to prove a child’s age at check-in. If you book a child’s ticket for a person over the age of 14 years you will be required to pay the balance for an adult’s ticket at check-in.
PACKAGES REFUND POLICY:
Any unused portion(s) of a package are not refundable, except in instances where a component of the package is cancelled due to weather or any other unforeseen circumstances by The Hermitage Hotel or the operator. We are able to provide excellent package rates to you by discounting some of the components within the package. Any refunds will be made on the discounted package price and not the full listed rate.
WINTER PACKAGES
30 DAYS:
Our early bird deal entitles customers to 20% off room only rate when booking 30 days or more prior to arrival. Offer available from 10/05/25 - 19/09/25. Amendments to dates can only be made if outside 30 days and are booking for a later date. Option to add breakfast and/or dinner to your booking. Offer available on Hermitage Hotel and Mt Cook Lodge & Motel rooms. All prices shown have discounts already applied
WEEKEND WINTER ESCAPE:
Our Weekend Winter Escape deal entitles customers to a 15% discount off the room rate only. This deal is available for stays on Friday, Saturday and Sunday nights from 16/05/25 – 14/09/25. Buffet breakfast and dinner is included daily, along with a $30 food & beverage voucher. There is a limit of one $30 food & beverage voucher per booking. Voucher can only be used in a single transaction at Snowline Bar. No change will be given if full amount is not used. Complimentary room upgrade is subject to availability and is not guaranteed. Offer available on Hermitage Hotel rooms only. All prices shown have discounts already applied.Â
STAY 2 AND SAVE:
Our Stay 2 and Save package entitles customers to 20% off their room rate when they book a two night dinner, bed and breakfast package. Offer available from 10/05/25 - 19/09/25. Buffet breakfast and dinner is included daily, along with a $30 food & beverage voucher. There is a limit of one $30 food & beverage voucher per booking. Voucher can only be used in a single transaction at Snowline Bar. No change will be given if full amount is not used. Stay 2 guests are also entitled to 10% off the full retail rate on any of our activities during their stay, bookings must be made in advance. Offer available on Hermitage Hotel and Mt Cook Lodge & Motel rooms. All prices shown have discounts already applied.Â
STAY & INDOOR STARGAZE:
Our Stay and Indoor Stargaze package entitles guests to 15% off their room rate. Offer available from 10/05/25 - 19/09/25. The package includes a minimum one night stay with breakfast and dinner included. Guests will receive one complimentary pass per person worth $39 each to our indoor stargazing experience in our state of the art planetarium. Stay & Indoor Stargaze guests are also entitled to 10% off the full retail rate of our outdoor stargazing experience during their stay, bookings must be made in advance. Kindly note the minimum age for indoor stargazing is 5 years and 8 years for outdoor stargazing. Offer available on Hermitage Hotel and Mt Cook Lodge & Motel rooms. All prices shown have discounts already applied.Â
STAY 3 AND SAVE:
Our Stay 3 and Save package entitles customers to 50% off their third room night when they book three consecutive nights. Offer available from 10/05/25 - 19/09/25. Meals are not included but can be added to bookings, these can be booked online or through reservations. Stay 3 guests are also entitled to 10% off the full retail rate on any of our activities during their stay, bookings must be made in advance. Offer available on Hermitage Hotel and Mt Cook Lodge & Motel rooms. All prices shown have discounts already applied.Â
KIDS EAT FREE
When a Kids Eat FREE package is booked, our little guests (kids) are entitled to a free breakfast and / or dinner, for every full paying adult. This package is for two night stays or more with buffet breakfast and/or dinner included. Offer available from 10/05/25 - 19/09/25. Child age is 4-14 years. Offer available on Hermitage Hotel and Mt Cook Motel rooms only. All prices shown have discounts already applied.
UNCONFIRMED ACTIVITIES:
Once we are able to confirm the availability of any activities you have selected as part of your purchase, you authorise us to debit your nominated credit card for the total value of the activities quoted to you on the "Add an Activity" page. A separate confirmation will be emailed to you regarding this booking and the subsequent payment. Our terms and conditions outlined above regarding currency conversion or fees charged by your credit card provider will continue to apply to any such amounts debited by us.
CHANGES TO BOOKINGS:
Should you need to change any details of your booking you must contact our Reservations Department and quote your booking number. Although we will do our best to accommodate your requests, amendments requests cannot always be met. Any changes will be subject to availability, must comply with the Cancellation Policy below, may be subject to a variation in the initial rate paid and will incur a NZD$10 administration charge per booking.
CANCELLATION POLICY:
You must notify us as soon as possible and in writing of any cancellations. Cancellations of bookings made on standard rates notified to us within 2 Days (48 Hours) of the arrival or activity date as applicable will forfeit 100% of the total price paid. The only exceptions to this are activities that expressly lists a different individual cancellation policy. Cancellations made 48 hours prior to check-in will receive a full refund.
KINDLY NOTE WE ARE A COVID CLEAN APPROVED BUSINESS, CERTIFIED BY QUALMARK
GROUP RESERVATIONS BOOKED ONLINE:
If your reservations consists of 8 or more rooms or 15 paying guests booked for arrival on the same date and made over one or more bookings, then the Hermitage standard group terms and conditions will override the online cancellation policy. These group terms and conditions will be emailed directly to you by our reservations department.
EXCLUSION OF LIABILITY:
Without affecting any of your statutory rights that cannot be lawfully excluded (including any rights you may have under the Consumer Guarantees Act 1993), neither we or any of our employees, directors, agents or any other person associated with us will otherwise be liable to you or any person in your party for any losses, damages, liability, claims or expenses (whatsoever and irrespective of whether direct, indirect or consequential) suffered by you or any other person in relation to this website or any products or services purchased on or via this website. You accept that you have been advised to obtain adequate personal insurance cover for all persons named on this booking.
GOVERNING LAW & JURISDICTION:
This website, and all component parts, including these terms and conditions are governed exclusively by the laws of New Zealand and you agree to submit to the exclusive jurisdiction of the Courts of New Zealand.
AMCAVL TOURISM (ACTIVITIES) RISK STATEMENT 2018
It's wonderful that you've chosen to take part in one of our adventure activities at Mount Cook.
The safety, security and enjoyment of our customers is our number one priority and we have thorough procedures in place to ensure your well-being. All adventure activities carry risk and we cannot fully guarantee your safety or the safety of your belongings, but we will take all practicable steps to identify and minimise potential dangers.
Please read this risk statement carefully, as by booking and/or participating in our adventure activities, you are confirming that:
You understand that there are a number of risks you may face including (but not limited to): personal injury and/or death;losing or damaging your belongings (such as cameras, phones and clothing); and missing pre-booked travel;
IF YOU ARE NOT WILLING TO ACCEPT THESE RISKS, YOU MUST WITHDRAW FROM THE ADVENTURE ACTIVITY.
You agree that to the extent permitted by NZ law: to assume all the inherent dangers and risks of participating in the adventure activity; and to release us from liability, howsoever caused, in connection with your participation in the adventure activity which may give rise to damage to or loss of your belongings, disruption to your travel plans or loss of any other kind; you understand that the activity may require physical exertion and may include exposure to vigorous unanticipated body motion, it is your responsibility to make sure you are healthy enough to participate and disclose any relevant pre-existing medical conditions prior to booking including any history of back and/or neck injury;
You agree to follow our instructions and use any safety equipment we provide at all times; and you understand that: we may remove you from an adventure activity if we consider that you are likely to endanger yourself or others; we may use any images or photographs that we take of you in our promotional material, including on our website or social media; we may use any personal or health information collected about you to help you acquire or access the services that we provide. We will not disclose any of your personal or health information, other than in accordance with the Privacy Act or Health Information Privacy Code.
Under New Zealand law it is extremely unlikely that you will be able to sue anyone if you are injured. We strongly recommend that all visitors to New Zealand should have full insurance covering any personal injury and loss or damage to belongings they might suffer, including medical treatment.
This risk statement is made under New Zealand law.
References to "we", "us" or "our" means Aoraki Mount Cook Alpine Village Limited trading as Glacier Explorers, Tasman Valley 4WD, Ultimate Hikes-Aoraki Mount Cook and Big Sky Stargazing and includes our related companies, directors, officers, employees or agents.